Frequently Asked Questions

How do I sign up for the service and also by using the App to complete your Profile?

By phone: Call 415-457-8000 or 415-458-8181 and give the information requested to our customer service. We need the basics such as name and address, home and cell phone, email address and a valid credit card. Your service can start within 4-6 hours. Please note email is required in order to email your monthly statements and also to communicate with you regarding your orders or your account.

By Internet: Using our website, click on the free pick up button, and enter your information. You will receive a confirmation email or a follow up call.

By App: Using our Android or IPhone App, you can enter information and you will receive a confirmation email . Please search the term "alexdryclean" in the app stores.

What are scheduled pick-up and delivery days in my area?

Regardless where you live, You have 2 options: Automatic Route or Will Call

Automatic Route: Is when you choose a fixed day each week for your pick-ups using our pre scheduled days in your area as listed below. This is good if you know you have cleaning every week. 24 Hours cancelation required if no service needed on any given day (s)

Will Call: Is when you call in your orders the night before the service is required. This is good if you don’t want to commit to a certain day, and you like to keep your options open. You have 6 days access to our service and you receive Same Day service in Marin and Next Day Service in SF. Peninsula/South Bay Mondays and Thursdays. East Bay on Saturdays only.

Peninsula Area – Hillsborough, Menlo Park, Atherton, Palo Alto,
Automatic Route Only - orders are returned the following Mondays and Thursdays

East bay
Automatic Route –same day service only on Saturdays.

What time do you pick up and deliver?

For Marin - Our pick ups start at 6:00 AM- and delivery is between 2-8 PM
Please leave your bag on the porch as soon as you have called in your order. We have drivers in the area and pick ups are constantly dispatched.

For SF – our pickup and delivery is between 6:30 and 11:30 AM

For Peninsula - Our pick up and delivery is between 7:30 Am and 1:00 pm

For East bay - Our pick up and delivery is every Saturday between 7:00 AM and 9:30 AM

Do you charge a delivery fee?

No. However, We have a $25 min. For Marin county.
We have a $50 min for San Francisco peninsula and east bay.
We have a $100 minimum for Sonoma napa and south bay.

How do I pay for this service?

By Credit Card - We accept visa, Master Card and American Express . A monthly statement at the end of each month will be emailed to you.

What's a welcome kit?

It is our way of welcoming you to our service. In your welcome kit, you’ll receive your personalized laundry bag, a complimentary lint roller, a brass hook to be placed on your porch or side gate, spot tape to indicate any known spots; complimentary collar stays, a note pad and an pen, and a complimentary shoe polish coupon, and often times a surprised item of the month. If you are interested in using less plastic please ask for our reusa-bags. These bags convert to a garment bag when we return your orders to you.

Where do you pick-up and drop-off my clothing?

Pickup and delivery location could also include through the concierge desks where such possibility exists. In the garages or rooms in around the house if codes or keys are provided.

Do I have to be there when the order is picked-up and delivered?

No. Leave your bag on the porch or a pre-designated area, and we take care of the rest. We'll pick it up and deliver it back to you according to your pick up and delivery days above.

You may also place your pickup orders by using our iPhone or android app.

Do I have to tip your delivery driver?

No. It is not required, however, it is appreciated.

How do I tell you about a special request concerning a garment?

If you have special instructions, attach a note to the item or leave a message on our voice mail at 1-800-44VALET (1-800-448-2538). If ordering on line, enter a detailed note in the space provided in the special instruction field.

What if I have a problem after I get my clothing back?

We will do our best to remedy the situation. In most cases we would need to pick up the item and examine it and get back to you. Please call us at 415-458-8180 and ask for customer service or leave a message and we will contact you.

What happens if I leave something valuable in my pockets?

If any personal items are found, they are placed in a security bright color envelope and are attached to the invoice found in front of your order. If cash is found, because our drivers don’t carry cash on the vans, it will be credited to the account and will appear on your monthly statement.

How do you keep my credit card information safe?

We use industry-accepted encryption and authentication technology for all web transactions to assure that only our authorized staff can read any information that is transmitted to us.

Where do the clothes get processed for cleaning?

All services are provided at our facility in San Rafael with the exception of leather suede, and area rugs.